With BMC Digital Workplace, employees can find the same consumer-oriented experiences they enjoy in their personal lives, with one-stop-shopping for the technology tools they need to do their work effortlessly.

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Frequently asked questions about BMC Digital Workplace

BMC Digital Workplace includes mobile and desktop client applications that enable employees to interact with their IT and HR departments efficiently and "in the moment." You can find details about BMC Digital Workplace capabilities in Use cases.

How does BMC Digital Workplace work with other BMC mobility options?

BMC Digital Workplace is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both BMC Digital Workplace and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.

What’s the difference between Smart IT and BMC Digital Workplace?

BMC Digital Workplace is aimed at consumers of IT or other services. Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of them share the same installer and technology infrastructure, but the solutions can be enabled and used independently. For best results in service management, the use of both components is recommended. BMC Digital Workplace has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

Can I customize BMC Digital Workplace?

You have a number of options to change the terminology, to rebrand BMC Digital Workplace, and to customize icons. For details, see:

I know you can set up pins on maps to signify assets such as printers. Is there a way to visually show on the same map that a specific printer is down?

You can, as an administrator, manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.

BMC Digital Workplace sounds useful for many problems, but what if my problem is that I'm locked out of my own network? How will BMC Digital Workplace help me then?

If you are locked out and cannot access the features of the app, BMC Digital Workplace provides a convenient link to enable you to call your IT department on the spot. See the Example: Locked-out user account in the requesting services and apps use case.

When I load my Request Timeline, I only see open requests. All of my other requests with status of cancelled or closed are not displayed.

This is by design. Only requests with Open status are displayed on the Request Timeline. If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.

Are email conversations between support staff and the end user supposed to be displayed in BMC Digital Workplace -> My Activity -> Requests history?

The email conversation between support staff and an end user is not stored in the BMC Digital Workplace activity feed history. These conversations are stored only in fulfillment records such as incidents and work orders.

What languages does BMC Digital Workplace support?

Arabic (AR)

Catalan (CA)

Chinese, Simplified (ZH-CN)

Chinese, Traditional (TW-CN)

Danish (DA)

Dutch (NL)

Finnish (FI)

French (FR)

German (DE)

Greek (EL)

Note

Greek language is not supported on mobile devices. The default (English) language is displayed instead. The exceptions are the header menu items that are localized in the BMC Digital Workplace Admin console.

Hebrew (HE)

Italian (IT)

Japanese (JA)

Korean (KO)

Norwegian (NO)

Polish (PL)

Portuguese, Brazilian (PT-BR)

Romanian (RO)

Note

Romanian language is not supported on mobile devices. The default (English) language is displayed instead. The exceptions are the header menu items that are localized in the BMC Digital Workplace Admin console.

No, BMC Digital Workplace does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. BMC Digital Workplace replaces the current self-service portal, which customers can still access if they choose to.

Can we run BMC Digital Workplace and BMC Service Request Management simultaneously? All of our users need access to the same base SRDs, but I want one group of users to use BMC SRM while the other group uses BMC Digital Workplace. Is this okay?

One set of users can use BMC Digital Workplace, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure BMC Digital Workplace to use the same service request definitions (SRDs).

As of today, your users can use the BMC Service Request Management self-service portal and BMC Digital Workplace. However, you can replace the self-service portal with BMC Digital Workplace.

For a person to have access to BMC Digital Workplace, do they need only a valid People record with a Read license?

Yes, they need only a People entry with a Read license.

If a support staff member is logged onto BMC Remedy Incident Management with a floating license and also logged onto BMC Digital Workplace to submit a request on behalf of a customer, is the staff member using one or two floating licenses?

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